Our complaints procedure.

Last reviewed 29 April 2026. This procedure is provided in accordance with the standards of the Health and Care Professions Council (HCPC) and the Chartered Society of Physiotherapy (CSP).

Our commitment

Atlas Physiotherapy Clinic is committed to providing safe, effective and respectful care for every patient. We recognise that, despite our best efforts, there may be occasions when you are not satisfied with the service you have received. If that is the case, we would like to hear from you so that we can put matters right and learn from the experience.

All complaints are treated confidentially. Raising a concern will not affect the care you receive from us, now or in the future.

Step 1 — Speak to us informally

Many concerns can be resolved quickly through an informal conversation. If something has gone wrong, or if you are unhappy with any aspect of your treatment, please raise it with Connor at the earliest opportunity. You may do so in person at the clinic, by telephone, or by email.

We will listen, take your concerns seriously, and do our best to resolve the matter there and then.

Step 2 — Make a formal complaint

If your concern is not resolved through an informal conversation, or if you would prefer to make a formal complaint from the outset, please write to us. You can do so by email or by post, and you should ordinarily do so within twelve months of the event in question.

Please include:

• Your full name and a means of contacting you
• The dates of the appointment(s) involved
• A clear description of what has happened and why you are unhappy
• What outcome you are seeking

What happens after we receive your complaint

• 01

  Acknowledgement within three working days

  We will write to confirm that we have received your complaint and to outline how it will be handled.

• 02

  A full response within twenty-eight working days

  We will investigate the matter thoroughly and provide a written response setting out our findings and any action we intend to take. If we cannot complete the investigation within this period, we will write to you to explain why and to confirm a revised timeframe.

• 03

  A meeting, if you would find it helpful

  If at any stage you would like to discuss the matter in person or by telephone, we will be glad to arrange that.

If you remain dissatisfied

If, having received our response, you are not satisfied with how the matter has been handled, you are entitled to refer the complaint to one of the external bodies set out below. You may do so at any point — you do not need to exhaust our internal procedure first.

Confidentiality and records

All complaints and the records relating to them are kept confidentially and separately from your clinical notes. Information will only be shared with those who need to know in order to investigate the matter, except where we are required to disclose it by law.

We retain complaints records for a minimum of seven years in line with professional guidance, and use them to review and improve the service we provide.